Complaints Procedure

At Astounding Skin Aesthetics, we are committed to providing safe, professional and respectful care. We aim to give every patient a positive experience and a good treatment outcome.

If you have a concern or complaint, you have the right to be listened to, treated with respect and given a fair response. Raising a complaint will not adversely affect the care or treatment we provide to you.

We value all feedback because it helps us improve our services and maintain high standards of patient care.

How to raise a concern or complaint

We encourage you to contact us as soon as possible so that we can understand your concerns and try to resolve them promptly.

You can raise a concern or complaint:

In person with Dr Soumendra Nath Chowdhury
By telephone on 07404430685
By email at astoundingskinaesthetics@gmail.com
Through the contact form on our website
By post to:

Dr Soumendra Nath Chowdhury
Clinical Director
Astounding Skin Aesthetics Ltd
Windmill Surgery
150 Longford Road

Longford
Coventry
CV6 6DR

Please mark postal correspondence Private and Confidential.

If you would prefer someone else to complain on your behalf, we will normally require your consent before discussing your treatment or personal information with them.

Anonymous concerns will be considered, although not having your contact details may limit our ability to investigate the matter fully or provide you with a response.

Information to include

Please provide as much relevant information as possible, including:

Your full name and contact details
The date of your consultation or treatment
The treatment or service concerned
A clear description of what happened
The names of anyone involved, if applicable
Any relevant photographs or supporting documents
What you would like us to do to resolve the matter

If you need help making a complaint or require information in an accessible format, please let us know. We will make reasonable adjustments where required.

Concerns about a treatment outcome

If your concern relates to a treatment result or possible complication, we may need to arrange a face-to-face review. This allows us to assess you properly, discuss your concerns and document the findings in your clinical record.

We may initially provide advice by telephone, email or message, but this may not be a safe substitute for a clinical examination.

If appropriate, you will be offered advice, further assessment, treatment or a management plan based on the clinical findings.

Urgent medical concerns will always take priority over the complaints process. If you believe you are experiencing a medical emergency, call 999 or attend your nearest emergency department.

What you can expect from us

We will:

Listen carefully to your experience and concerns
Treat you with respect, sensitivity and fairness
Handle your complaint without prejudice
Maintain confidentiality
Establish the outcome you are seeking
Review the relevant clinical records and communications
Provide an explanation based on the available evidence
Offer appropriate advice, further assessment or a management plan where clinically indicated
Explain any action taken or improvements made as a result of your complaint

Where appropriate, we may provide an apology or expression of regret for any distress or harm experienced. We will not speculate or unfairly attribute blame while an investigation is taking place.

Informal resolution

Where possible and appropriate, we will try to resolve your concern promptly through discussion, explanation, clinical review or an agreed management plan.

The concern, any clinical assessment, advice provided and agreed outcome will be documented appropriately.

If your concern cannot be resolved informally, if it requires further investigation or if you make your complaint in writing, it will be treated as a formal complaint.

How formal complaints are handled

All formal complaints are handled by Dr Soumendra Nath Chowdhury, Clinical Director of Astounding Skin Aesthetics.

The investigation may include:

Discussing your experience, concerns and desired outcome with you
Reviewing your consultation and treatment records
Reviewing consent forms, photographs and aftercare information
Reviewing relevant emails, messages and telephone records
Obtaining factual information from anyone else involved
Reviewing relevant clinic policies, professional standards and guidance
Creating a clear timeline of your treatment, reviews and communications

The investigation will be fair, confidential and proportionate to the nature and seriousness of your complaint.

As Astounding Skin Aesthetics is a small, doctor-led clinic, your complaint may relate directly to treatment or care provided by Dr Chowdhury. If you would prefer your concerns to be considered independently, or if you remain dissatisfied with the clinic’s response, you may raise the matter directly with Save Face.

Response times

We will normally acknowledge a formal complaint within 48 hours of receiving it. Complaints received during weekends or bank holidays will be acknowledged as soon as reasonably possible on the next working day.

The acknowledgement will explain who is handling your complaint, how it will be investigated and when you can expect a response.

We aim to complete our investigation and provide a written response within 14 to 30 calendar days, depending on the complexity of the complaint.

If the investigation remains open after 20 days, we will provide an update explaining the reason for the delay and when we expect to provide our final response.

If the complaint raises an issue that requires advice from or notification to an external organisation, this will normally be initiated within three working days of the issue being identified.

Our response

Our final response will normally include:

A summary of the concerns investigated
The relevant facts established during the investigation
An explanation of our findings
An appropriate apology or expression of regret where something has gone wrong
Any proposed resolution or further clinical management
Any learning or improvements identified
Information about what you can do if you remain dissatisfied

If we are unable to answer any part of your complaint, we will explain why.

Openness and fairness

We will communicate openly and honestly throughout the complaints process.

Where something has gone wrong, we will provide an explanation based on the known facts, an appropriate apology, information about any further care or support required and details of any action taken to reduce the likelihood of the same problem happening again.

We will follow any applicable professional or statutory duty of candour requirements.

Confidentiality and your information

Your complaint will be treated confidentially. Information will only be shared with people or organisations who need it to investigate the complaint, provide care, obtain professional advice or meet a legal or regulatory obligation.

Relevant communications, clinical assessments and advice may be recorded in your clinical record. A separate record of the complaint, investigation and outcome will also be maintained securely.

Where necessary, we may seek advice from our professional indemnity insurer and Save Face, our independent accreditation body.

We will not disclose information about your treatment to a representative or other third party without your consent unless there is another lawful reason to do so.

You may request access to your personal information in accordance with our Privacy Policy and applicable data-protection law.

If you remain dissatisfied

We hope to resolve your concerns directly and fairly. However, if you remain dissatisfied after receiving our final response, or you feel that your complaint cannot be reviewed independently within the clinic, you may raise your concern with Save Face.

Save Face operates a complaints process for Save Face-accredited practitioners and clinics.

Save Face

Website: Raise a Concern with Save Face
Email: info@saveface.co.uk
Telephone: 01443 704051

You remain free to seek independent medical or legal advice or contact any appropriate professional or regulatory body.

Learning from complaints

All concerns and complaints are recorded and reviewed to identify any repeated issues, patient-safety risks or opportunities for improvement.

Where appropriate, we will update our procedures, staff guidance, training or clinical practices to reduce the likelihood of a similar issue happening again.

Complaint information may be used anonymously for clinical governance, audit, appraisal, training and quality improvement.

Review of this policy

This policy is reviewed annually. It may be reviewed sooner following a significant complaint, a material change to the services we provide or a change in relevant legal, professional, regulatory or Save Face requirements.

Last reviewed: September 2026
Next review due: September 2027